Summary
Overview
Work History
Education
Skills
Timeline
Generic

NIKKO STORTO

Toronto,ON

Summary

With over 10 years of diverse industry experience in accounting, finance, banking, and customer service, consistently delivering results in competitive, fast-paced environments. Goal-oriented and results-driven approach enables consistent meeting of deadlines and exceeding company objectives. Possesses analytical expertise and technical proficiency, utilizing advanced data analysis and reporting tools such as Salesforce, Microsoft Excel, PowerPoint, and Word to transform insights into actionable strategies. Recognized as a client-centered problem solver, pinpointing and addressing critical client business needs through careful analysis and providing targeted recommendations along with high-quality solutions. Exceptional communication skills allow for effective engagement with senior executives, clients, and cross-functional teams, fostering strong professional relationships across business lines. Strong financial and quantitative acumen, proficient in financial analysis, quantitative reasoning, and business writing with a focus on accuracy and clarity. Remains organized and strategic in prioritizing and managing crucial tasks to achieve optimal outcomes under high-pressure, deadline-driven situations. Excels as a collaborative team leader and contributor in both client-facing roles and as a reliable leader or member of diverse project teams.

Overview

5
5
years of professional experience

Work History

Senior Analyst, Pension Legal and Plan Administration

OMERS
02.2024 - Current
  • Conducted detailed research and analysis for each inquiry, providing accurate direction and resolution while ensuring full compliance with Plan and legislative guidelines
  • Prepared and offered creative, flexible solutions to address complex inquiries, maintaining compliance with regulatory and Plan rules to meet diverse member needs
  • Managed complex member or beneficiary escalations end-to-end, investigating issues to identify root causes and implementing resolutions that align with regulatory, policy, and member satisfaction requirements
  • Handled escalations from contact centers by gathering relevant information and coordinating with business areas to effectively resolve issues and maintain service excellence
  • Identified gaps in processes, communication, and pension content, providing recommendations to enhance the experience for internal employees, members, and third-party partners
  • Track and analyze case trends, assessing impacts and sharing findings through reports to inform process improvements and decision-making
  • Developed clear, concise reports and supporting documentation for presentations to Senior Management and other key stakeholders, ensuring data-driven insights and actionable recommendations
  • Collaborate with Pension Services leaders and stakeholders to proactively identify and address potential issues, contributing to a smoother issue-handling framework

Member Experience Lead

OMERS
09.2022 - 02.2024
  • Worked collaboratively daily with leaders across member experience to provide solutions to escalated members on a variety of inquiries
  • Engaged escalated members to provide support and resolutions, when possible, via secure communication or outbound/inbound calls
  • Facilitated training on all Member Experience topics for MES as they progressed through the contact centre training plan
  • Provided feedback and opportunities for growth daily to MES through touchpoints and mentor sessions
  • Lead and supported multiple contact centre initiatives such as Open AI integration and AVC annual feedback tracking
  • Developed and facilitated Digital and Live Chat training for MES knowledge and progression
  • Processed MVT-02 (retirement elect) and MVT-04 (termination elect)
  • Developed strong time management skills in order to meet time sensitive deadline on a consistent basis
  • Identified areas of improvement within the contact centre and prepared documents such as job aids to implement positive change

Member Experience Specialist

OMERS
08.2021 - 09.2022
  • Engaged member inquiries through both member calls and digital channels
  • Developed a strong knowledge of the OMERS pension plan and provided the information to members in an accurate and timely manner
  • Displayed flexibility during times of business needs such as schedule changes, additional phone/digital support
  • Consistently maintained productivity standards, service levels and a high degree of member satisfaction
  • Identified areas for improvement during processing training
  • Working collaboratively with colleagues during O-listen sessions and via chat to help develop peer knowledge and confidence
  • Developed strong rapport with internal team members, members and financial institutions
  • Begun upskilling of processing component of MES role to better understand the member experience cycle from start to finish
  • Received PPAC certification

Personal Banking Associate/Customer Experience Associate

TD Canada Trust
11.2019 - 08.2021
  • Engaged customers, handled transactions, and customer problem resolution related to banking solutions
  • Built positive work environments by promoting team effectiveness, participating in personal performance development and sharing industry knowledge to achieve common objectives
  • Recommended improvements to work practices, branch operations and processes to enhance customer experience and achieve operational excellence
  • Prepared accurate documentation, reflecting business intentions, and remained consistent with relevant regulations of the company
  • Successfully influenced clients from other banks to change over to TD, for both their investments and mortgage needs
  • Processed financial transactions such as deposits and bill payments as per operating procedures
  • Achieved goals and business objectives by promoting banking solutions and completing business processes in a timely and accurate manner
  • Delivered exceptional customer experiences and recommend operational improvements in order to improve and achieve operational excellence

Education

Bachelor of Business & Society -

York University

Business Accounting Specialization Diploma -

Humber College

Certificate - PPAC

Humber College
05-2024

Skills

  • 10 Years of Diverse Industry Experience: Extensive background in accounting, finance, banking, and customer service, with a record of delivering results in competitive, fast-paced environments
  • Goal-Oriented and Results-Driven: Consistently meets deadlines and exceeds company objectives through a disciplined, proactive approach to project and goal management
  • Analytical Expertise and Technical Proficiency: Skilled in advanced data analysis and reporting using Salesforce, Microsoft Excel, PowerPoint, and Word; adept at transforming insights into actionable strategies
  • Client-Centered Problem Solver: Recognized for pinpointing and addressing critical client business needs, validating data through careful analysis, and providing targeted recommendations along with high-quality solutions
  • Exceptional Communication and Stakeholder Engagement: Proven ability to communicate effectively with senior executives, clients, and cross-functional teams, fostering strong professional relationships across business lines
  • Strong Financial and Quantitative Acumen: Proficient in financial analysis, quantitative reasoning, and business writing, with a focus on accuracy and clarity
  • Organized and Strategic Under Pressure: Highly effective in prioritizing and managing crucial tasks in high-pressure, deadline-driven situations to achieve optimal outcomes
  • Collaborative Team Leader and Contributor: Demonstrates excellent interpersonal skills and teamwork, excelling in both client-facing roles and as a reliable leader or member of diverse project teams

Timeline

Senior Analyst, Pension Legal and Plan Administration

OMERS
02.2024 - Current

Member Experience Lead

OMERS
09.2022 - 02.2024

Member Experience Specialist

OMERS
08.2021 - 09.2022

Personal Banking Associate/Customer Experience Associate

TD Canada Trust
11.2019 - 08.2021

Business Accounting Specialization Diploma -

Humber College

Bachelor of Business & Society -

York University

Certificate - PPAC

Humber College
NIKKO STORTO